Customer Service Representative – MD Accounts

The Customer Service Representative (CSR) works as a single point of contact for our existing client base.  The CSR primary responsibility is to act as a liaison between the client and the internal Datawatch departments to ensure a high level of customer satisfaction. The CSR's primary responsibility is account management for Maryland customers.

Starting wage is $23-25/hour, commensurate with experience, plus benefits and paid time off. 

All applicants applying for a position at Datawatch Systems must be willing to submit to a  drug screening and criminal background check.  EOE/M/F/D/V DCJS 

• Work closely with the Installation team to transition accounts from the installation period to daily operations
• Assist with onboarding client after contract is signed
• Monitor new account to ensure alarm volume is kept at a minimum
• Drive to client site within 7 days of new account being activated to discuss the account and provide Direct Access/D3000 training
• Review client portfolios
  
• Direct Access/D3000 lite training - both of these are proprietary programs
  
• Troubleshooting issues
• Proactively scheduled site visits
• Maintains accurate account information in various Datawatch databases
• Schedule “Datawatch Appreciation Days” with building property managers to educate management and tenants on Datawatch Systems
• Process Change of Service, Cancellations and Price reductions for tenant systems
• Draft contracts for clients interested in using existing equipment
• Gather necessary information from client to activate existing equipment
• Act as a liaison between the accounting department and internal DW departments
• Calculates price reductions

• Excellent verbal and written communication skills
• Proficiency in Microsoft Office
• Ability to interface and communicate with internal departments in a clear and professional manner
• Ability to interface and communicate with clients in a clear and professional manner
• Must demonstrate initiative
• Ability to multi task in a high-paced environment
• Must have reliable vehicle for site visits
  
• Professional appearance
• Must be able to work outside of normal business hours when needed (evenings, weekends, and holidays).
• Must have the desire to become familiar with and competent in all aspects of the Access Control business.
• 2-5 years experience in direct customer service experience with a proven track record of success.
• Experience with services in the commercial office building and residential apartment building/property management environment is a plus. 
• Experience speaking in front of a group is a plus.
• Bachelor's Degree preferred.

Benefits

Choice of Medical Insurance plans

Dental Insurance

Vision Insurance

Medical and Dependent Care FSA Accounts

401K Plan with a discretionary employer match

529 Plan Access

Employee Assistance Program

Commuter and Parking Benefit

Short-term Disability and Long-term Disability Insurance

Employer-paid 50K Life and AD&D Insurance

Voluntary Life Insurance for Employee, Spouse and Children

Voluntary portable Accident, Critical Illness Insurance, Hospital Indemnity Coverage

Annual performance evaluation and salary adjustment consideration

Paid holidays, sick and vacation leave

Job-related tuition reimbursement